November-2016

Achche customer services ke side effects

Customer Success

Our journey of managing different sets of customers with different expectations continues. We have been able to deliver few important milestones that were pending for ages. We have been able to resolve a few technical glitches that even the product organizations have not been able to. Past few weeks, we have made a few mistakes and learnt quite a bit. We have noted the lessons and educated our consultants how to avoid these mistakes in future by preparing well in advance. Also, we have been candid with our customers whenever there have been disconnects in terms of deliverable. Let me share at least 2 fruitful outcomes (that I jokingly call as side effects) resulted due to our committed services.

We have been working with one of our customers for about 6 months now. After ensuring our commitment for several months, we were referred to one of their internal group. We had completed implementing the system as per their expectations. However, at the last minute, we were asked to accommodate out of scope work for additional few weeks. We thought for a while; however, realized that the work that our customer had defined would also help us to provide enhanced services to other customers. We delivered the work packages as per expectations without making too much of noise. This enhanced their confidence in us. Side effect? We were highly recommended to another internal group and were awarded another module that accounted to revenue of nearly 25% of their first work package.

CONTINUE READING THE SUCCESS STORIES

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